curser/mouse jumps all over screen unless touchscreen disabled

[chefb]

I have been having problems for a couple months with my curser moving all over the screen while I'm trying to type or use programs. It will click and open other docs, pics and/or other programs. It will even do it over night when I'm not using it. I will wake up to dozens of open items on the screen. It's was very dificult to even type a document or would hang up on a icon on screen.  I tried malware screening, Nortons, removing mouse driver, update bios, plugged in a wired mouse, tried different wireless mouse. Only way to get mouse not to move on it's own is to disable touchscreen. I tried enabling again after disabling and it goes back to jumping all over the screen and opening other items again. Anyone else have this problem and found a solution so I can use mouse and touchscreen. 

[The_Fossette]

Hi @chefb

Welcome to the HP Forums!

I appreciate you taking the time to share your concern and thank you for using this forum, it is a great place to find answers.

I reviewed your post and I understand that the cursor moves on its own and it clicks randomly.

I’d love to help!

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

Meanwhile, follow the steps in the below article and check if it helps.

http://hp.care/2ogsV3Z

Let me know how it goes and you have a good day ahead.

Take care!

Cheers!

[chefb]

It started about 2 months ago and I did not install any new hardware. I'm sure some software updates occurred but no big programs. I paid a computer tech to run troubleshooting, update BIOS, try other keyboards, other mice, and check compatibility issues.  I checked for digital interference by moving to a different building without cordless phones and away from any servers or modems. Also checked for new drivers and driver updates. I followed about a dozen suggestions from this and other forums. No luck so far. 

[chefb]

I just followed the link you put in your reply. Please note that is for touch pads on laptops. I have an Envy desktop touchscreen as stated in my original post. Thanks.  I look forward to a resolution on a $1,800 computer. This is my second HP touchscreen (1st was a Touchsmart all in one) and I didn't have touch issues with that one. 

Thanks

[The_Fossette]

Hi @chefb

I recommend you to follow the steps in the below article and check if it helps.

http://hp.care/2ogsV3Z

Let me know how it goes and you have a good day ahead.

Take care!

Cheers!

[sarkag]

I have the same problem with my HP Envy.  Seems that disabling the touchscreen eliminates the problem, but why did I pay for a touchscreen?

Did you find a solution that lets you keep the touchscreen enabled?

[krzemien]

It's an indication that touchscreen hardware is on its way out.

[robinbirk]

I have an HP Pavilion x360 M3 (I think; too tired to turn the thing around and hunt for numbers). I bought it about a year and a half ago from Micro Center in Cambridge, Mass. It was refurbished, and not long after purchasing - less than a month - I realized it was a bad choice because the cursor kept bouncing around. I read something about lowering sensitivity on the touchpad; seemed to help a bit, but after another month or so it was as bad as ever.

In the meantime, over the next six months, I had other problems. I bought a large Acer monitor, which worked fine. Then after the antivirus kept crashing my programs, I had to revert to original setup and the monitor would no longer work.

I contacted HP. It was impossible to get through. Impossible, after hours of trying.

I finally contacted MicroSoft Support. That took even more hours, going around and around with first-level support people who would transfer me to the same second level people who couldn't help me, over and over again. My wife thought I was making it up until she listened to a 2-hour call I had. I finally got to a third tier MicroSoft person who took it as a personal challenge to fix the problem, taking over my machine, and saying it was highly unusual and complicated.

He was the single best support person I have ever dealt with, and I let him know that, and his supervisor. HP, on the other hand, did noting.

I took my computer in to an Office Max that promised they could fix anything for the cursor problem. They looked and returned it to me; sorry, we can't.

So I have lived with it - mind you, I am a serious, widely published and broadcast journalist, and write constantly. I cannot begin to tell you how annoying it has been, and also embarrassing at times in that I have sent out emails with typos - verboten for someone of my reputation - directly attributable to your machine's flaw.

I have resigned to buying something else as soon as I can clear away enough time to be down for two days so that I can set up all of my preferences, contacts, software, etc. on a new machine. Trust that there is no way in hell I would ever consider an HP. You do not deserve my business nor that of anyone else who would ever ask me for a recommendation.

Tonight, I could take it no more, and did a new search for what users may have said about jumping cursors. I found a Youtube post I hadn't seen before - saying to disable the touch screen.

I did. It works.

In no way does this mean I have changed my mind about your company. In fact, it infuriates me more because it means at the least you are selling a product that does not deliver what you advertise - a touch screen and a mouse/cursor that works. I am also quite sure you know about this problem, yet I never saw this simple fix on any of your forums - and again, your totally useless support line through which I could not even access a human being could not make this simple advice to your customers.

People frequently use the phrase these days “hours of my life that I’ll never get back.” Your inferior product and deplorable customer service has taken countless hours from me because of this flaw and your failure to even hear of it, let alone address it.

How much shall I expect you to repay me, and when?

I 

[robinbirk]

Yes, HP: Are you going to refund all of us for the value of the touch screen?

[rick-s]

@robinbirk

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information such as serial numbers and case details.

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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